Hello everyone. I am a Comcast deployment specialist and I am starting
this thread to provide an update on the Comcast DVR with TiVo Service.
While I cannot commit to fielding questions on this forum on a regular
basis, I will be posting additional updates periodically going forward.

I'd like to thank the early users of this product who have taken the
time to post their feedback so far. Please be assured that Comcast and
TiVo employees are actively monitoring these forums, and are working to
investigate the issues reported.

There will be a software release rolling out to the field in the next
several weeks that will address many of the issues reported. For
example, Dolby Digital output will work correctly on DCH set-top boxes.
And the HD filter option in the Guide will perform much more
responsively, and provide the correct chronological sort (rather than
alphabetical).

Beyond this near-term release, Comcast and TiVo have a roadmap for
additional software releases that will continue to improve the polish
and performance of the product, as well as add some compelling new
features.

Meanwhile, Comcast is working to improve the initial installation
process for new users. Comcast is breaking new ground with this product,
with new processes for "flipping" the set-top box to a new software
stack and activating the cable modem built in to the box. We are still
addressing some infrastructure and operational issues to make these
processes work better.

As our technicians and customer support representatives gain experience
with this product, our ability to troubleshoot issues will improve.
Please stay tuned in the beginning stages of our deployment. Both
Comcast and TiVo have high expectations for the Comcast DVR with TiVo
Service, and are working hard to overcome these initial issues.

On the surface, any such claim, especially with that specific user name ("Comcast Rep"), should be considered immediately bogus. The message posted (twice, incidentally), however, contains nothing in it that would tend to discredit it. It seems highly unlikely that any reputable company the size of and with the visibility of Comcast would have a rep log in as this user has. I think the best approach is to remain skeptical, as it could just be some yahoo looking to pave a smooth path and then pull the rug out later.

I can vouch for the validity of the poster. They are from Comcast, and what they're posting is factual. We should welcome them to the community, having them contribute here will be an asset for everyone.

I'll also encourage them to come participate directly over here on TiVoCommunity.

The message in that post is fully consistent with what we heard at the Focus Group at Comcast's offices here in NH a ~week ago. If TiVoPony had not vouched for legitimacy of the poster, I think i might have chimed-in.

The Comcast guy said they do monitor the TCF; hopefully we'll see them here as well.

Hello everyone. Just wanted to jump in with an additional update on the Comcast DVR with TiVo Service, and respond to some of the feedback that users have been giving us.

As I noted in my earlier post, there will be a software release coming in the next several weeks that will address many of the reported issues, including some of the complaints users have had with Suggestions behavior (including the intrusiveness of the prompts), improvements to the HD filter on the guide, and Dolby Digital output will work correctly on DCH set-top boxes.

We are actively investigating some reports of green screens, which have been linked to HDMI & DCH set-top boxes, as well as the performance issues being reported.

Comcast is also continuing to work to improve the installation process.
We are aware that some users are not receiving a TiVo remote upon install as they should, so we are working to ensure techs have a sufficient supply of remotes.

Some forum posters outside of New England have asked when Comcast will be rolling out the TiVo Service in their areas. I can't offer any more details on that at this time, but Comcast has publicly said that we will be deploying the TiVo Service in additional markets over the course of this year.

We have also heard your requests for new features like an option to display a TiVo-style Guide (as on retail TiVo DVRs), and a one-button "day skip" in the Guide. We will take these requests and others into consideration for future releases.

Finally, I'd like to offer some tips for navigating the Guide to users who might not be aware of these capabilities. While you can always use the directional pad arrow keys to move one row or column at a time in the Guide, you can also use the Channel Up/Down keys to move up or down in the Guide a whole page at a time, and the Fast Forward and Rewind keys to move right or left one page at a time.

When you are using the Guide, you can also press "Enter" to bring up Guide options. You can then choose a specific day and time to display.
So, if you want to see what will be showing a few nights from now in the Guide, you can easily jump to a certain night by using the Guide options, instead of needing to continuously "page right" in the Guide.

Again, I want to thank all of the early users of the Comcast DVR with TiVo Service who have taken the time to post their experience with the product. As we work to improve the product, your input is very helpful.

Hello everyone. I wanted to provide an update on some of the installation improvements that we have been working towards. First, Comcast has made the decision to send a technician out for each TiVo installation to deliver the best possible customer experience. Our front line employees are becoming more accustomed to this complex product with new procedures and interfaces with our systems. It is our plan to start supporting upgrades over the phone to customers in the near future to ensure a shorter installation process.

Second, our technicians have been instructed to leave the TiVo new user kit at every install. This kit includes a TiVo remote, a user manual, and a tip card. If you did not receive this kit for any reason, you can stop by a local service center/payment center or call 1-800-Comcast and request to have Comcast deliver it to your home.

I also want to offer a few tips, since some users have raised some questions about the behavior of the channel banner that displays program info and appears onscreen after changing channels.

The channel banner automatically disappears after a specified time, but to clear it immediately, press the Exit button on the remote.

Press the Info button to display the channel banner. Press Right Arrow to cycle between small, medium, and large versions of the channel banner, each with a different amount of information. Your preferred channel banner size will be retained the next time the channel banner is displayed.

It would be nice to have a web site that lists the software versions and what the enhancements and fixes are for each.

Dates of future releases and the enhancements would also be welcome.

Has anyone experienced the loss of the beep tone? Mine stopped after a couple of days. After a restart, it was back but only for a couple of days. I have the DCT3412. Otherwise, no problems except for the fact that I am looking forward to a future SW update that speeds performance.

Update from Comcast
Hello everyone. We have been busy working on the next software update which is now planned for release starting in mid-March, which among other bug fixes will enable Dolby Digital output to work correctly on DCH set-top boxes and will fix the HD filter behavior in the Guide. I know you are all anxiously awaiting this new version to alleviate some of the problems you have been experiencing, so I appreciate your patience.

Your continued feedback is being tracked for bug fixes and new features in future releases. We will be taking your feature requests into consideration as we prioritize new features for development. As for the other issues being reported, please know that we are actively investigating issues that can be reproduced.

There is a rare bug affecting some DCH 3416 set-top boxes which may cause the box to go into a perpetual reboot loop (with the front-panel display showing 8888) when the box is power-cycled. If your DVR gets into this state, please call 1-800-Comcast. This bug will be fixed with the new firmware that will be rolled out with the next software update starting in mid-March.

Users should avoid restarting or power-cycling their set-top boxes unless absolutely necessary. Certain issues (such as black screens or green screens) can sometimes be corrected with channel changes or tuner swaps without requiring a restart. If a restart is absolutely necessary, instead of pulling the plug to power-cycle the DVR, if possible you should go to TiVo Central, then Settings & Parental Controls, then Restart the DVR, to perform a soft reset. If this does not restore service, please call Comcast for assistance.

Please continue to report any feedback (good and not so good) and we will make sure we track all the issues. Thanks again!